Please help me get this matter sorted,ive been patient enough but enough is enough

I claimed to get my phone fixed 2 months ago..1 month after the claim was processed i followed up then i was told to send a motivational letter which dont make sense to me yet i sent the letter ..got a response saying the letter has been received and its being processed..a month later i followed up again which is today only to be told there is nothing under the ref number i got..now i was told to resend the letter 3 times already today and nothing has happened..im having to use other peoples phones as i dont have a phone to use